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| Section | Weight | Objectives |
|---|---|---|
| User Stories and Acceptance Criteria | 18% | - Define components of effective user stories - Write clear, testable acceptance criteria - Document and maintain user stories |
| Development Support and User Acceptance | 12% | - Support solution development and clarify requirements - Validate solution against requirements - Plan and execute user acceptance testing |
| Customer Discovery | 17% | - Understand BA roles across implementation lifecycle - Document business processes and scope - Assess current state of existing products and processes - Define project scope based on business strategies, goals and challenges |
| Requirements Gathering and Management | 18% | - Distinguish between scope, requirements and user stories - Document and manage requirements in version control - Engage stakeholders to elicit, validate and prioritize requirements |
| Change Management and Enablement | 17% | - Develop change enablement strategies - Support adoption and training activities - Identify change impacts and risks |
| Solution Design and Documentation | 18% | - Map business processes to Salesforce capabilities - Translate requirements into Salesforce solution design - Create functional specifications and design documents |
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NEW QUESTION # 21
Universal Containers is planning to implement Commerce Cloud to sell more products. The business analyst working on this project has gathered requirements and is translating them into user stories.
What should the user story focus on?
Answer: B
Explanation:
The user story should focus on customer experience. Customer experience is the perception and feeling that a customer has when interacting with a product or service. Customer experience is a key factor that influences customer satisfaction, loyalty, retention, and advocacy. A user story should focus on customer experience because it helps to define the value or benefit that the customer expects from the product or service, and provides a basis for designing and developing the solution that meets or exceeds the customer's needs and expectations. The other options are either irrelevant or incomplete. Option A does not focus on customer experience, but rather on sales margins, which are an internal metric that may not reflect the customer's perception or feeling. Option C does not focus on customer experience, but rather on product functionality, which is only one aspect of customer experience and may not address the customer's emotional or psychological needs. References:
https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-user-stories/write-user-stories
NEW QUESTION # 22
During a Service Cloud implementation at Cloud Kicks, the business analyst (BA) reviewed the user acceptance testing and identified results that conflict with the functionality that was requested, While the testing was error-free, business stakeholders indicted that values in reports and the layout of screens were unexpected.
What should the BA do next?
Answer: B
Explanation:
After reviewing the user acceptance testing results, the business analyst should present recommendations from testing to determine if improvements should be made to the underlying implementation. Recommendations are suggestions or proposals on how to enhance or modify the solution based on the feedback and findings from testing. They should be prioritized according to their impact, urgency, and feasibility. The business analyst should collaborate with stakeholders, developers, and testers to review and evaluate the recommendations and decide which ones should be implemented before deploying the solution to production.
Running testing again, ensuring the scripts reflect expectations and business processes match functionality, is not a good option because it does not address the root cause of why the functionality was different from what was requested. Decomposing and modeling the business processes, and identifying testing procedures to calculate new values, is not a good option because it does not involve the stakeholders or developers in finding solutions. References: 1 https://trailhead.salesforce.com/en/content/learn/modules/user-acceptance- testing-video/learn-about-user-acceptance-testing
NEW QUESTION # 23
A business analyst captures the following acceptance criteria for a user story about case reassignment in Service Cloud.
* A service manager can dick a Reassign button that changes the owner field of the case.
* A service manager is able to reassign cases-as part of the mobile experience.
* Reassignment functionality can be used on cases that have been auto-reassigned.
* Service reps are unable to reassign cases.
Which mistake was made?
Answer: A
Explanation:
The mistake made in capturing these acceptance criteria was that they include solution information instead of focusing on what needs to be achieved by implementing this feature or functionality. For example, specifying that "a service manager can click a Reassign button" implies a particular design choice rather than describing what outcome should be achieved by reassigning cases (such as transferring ownership or notifying new owners). Acceptance criteria should be aligned with the user's goal rather than prescribing how to achieve it so that they do not limit creativity or innovation in finding solutions. Acceptance criteria should also be small and testable so that they can be easily verified by using techniques such as scenarios or test cases. References:
1 https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/user- stories
NEW QUESTION # 24
Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical resources to review user stories. A BA reviews the user stories in advance of the meeting and notices that some best practices have been ignored. The first user story is focused on escalating cases in Service Cloud:
"The customer service agent needs the ability to escalate a case so they can assign high-risk cases to tier 2 support for faster resolution." Acceptance Criteria:
1. Add permission set
2. Users can escalate cases
3. Create fields on the Case object
4. Reports
Which best practice was ignored?
Answer: C
Explanation:
Explanation
A use case is a type of documentation that describes how a user interacts with a system to achieve a specific goal. It is written from the user's point of view and follows a standard format of "A [user role] wants to [goal] by [steps]". A use case helps to capture the user's needs and expectations from the system and provides a basis for developing test cases and acceptance criteria. A BA should use use cases to document how users will interact with the system and what outcomes they expect from it. References:
https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-functional-requirements/write-use-ca
NEW QUESTION # 25
An executive stakeholders at Northern Trail Outfitters (NTO) wants to explore automating NTO's Quote-to-Cash process and has asked the business analyst (BA) to pull together some high-level information on possible solutions.
Which type of document should the BA present to the stakeholders?
Answer: C
NEW QUESTION # 26
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